Best Practice in Complaint Handling for Health and Social Care Professionals
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Complaint Handling for client facing Healthcare staff
Tips and strategies to handle complaints professionally and efficiently in the Health sector.
295
Online
9:30am - 1pm
1/2 day
About this course
Are you a healthcare professional looking to improve your complaints handling skills?
Are complaints being handled professionally and appropriately in your organisation? Is poor complaint handling leading to long, drawn out investigations where there was potential to diffuse the complaint at the offset?
This 1/2 day course is designed to equip you with the knowledge and techniques needed to handle complaints effectively and maintain positive patient relationships.
Course syllabus
This intensive and highly practical half training day assists attendees in understanding what is required to manage complaints properly.
It will consider the root causes of complaints, how to identify a potential complaint, defusing complaints, the importance of open culture and reflecting and learning from complaints through theory, exercises and group discussion.
Key Learning Points
- Understanding your complaints policy,
- The root causes of complaints,
- How to identify potential complaints,
- The stages of a complaint,
- Handling people’s emotional responses to complaints,
- The importance of listening and managing expectations at the initial stage,
- How to defuse complaints,
- The importance of open culture, and reflecting and learning,
- How serious complaints are investigated.
Your Trainer – Our expert trainers
La Touche Training Legal Experts
We work with a wide panel of specialist trainers, all chosen based on their experience and knowledge, experience both in practice and as trained trainers. The majority of our trainers are experienced...
Read BioPractical training with small groups to ensure quality.
Our training sessions are not lectures—they're practical, interactive experiences. The small group format allows every attendee to ask questions, take part in discussions involving practical exercises and role-plays.
This method of training allows attendees to put the skills learned into practice immediately. Course participants benefit from the focused attention and guidance of an independent expert.
Register to attend:
This 1/2 day course runs from 9.30 to 13.00
# SELECTED
| Course Dates | Location | Price | Spaces Left | Book |
|---|---|---|---|---|
| 23/10/26 i 23/10/2026 09:30 - 13:00 | Zoom Online | €295.00 | 12 |
Dealing with complaints is a crucial skill for healthcare professionals.
FAQs
Healthcare staff who interact directly with patients and families are often the first point of contact for concerns or complaints. Training helps staff respond professionally, communicate effectively, and support early resolution before issues escalate.
This course is suitable for reception staff, administrators, nurses, healthcare assistants, frontline healthcare workers, practice managers, and other employees who regularly deal with patients or service users.
Effective complaints handling involves listening carefully, responding respectfully, maintaining confidentiality, documenting concerns accurately, and following organisational procedures consistently and fairly.
Staff should remain calm, empathetic, and professional while actively listening to the individual’s concerns. Clear communication and respectful engagement can help de-escalate difficult situations and improve patient trust.
Healthcare complaints may relate to communication issues, waiting times, staff conduct, clinical care concerns, administrative errors, appointments, or dissatisfaction with services provided.
Complaints often involve sensitive personal and medical information, so healthcare staff must manage information carefully and comply with GDPR and patient confidentiality obligations.
Yes. A fair and responsive complaints process can help patients feel heard and respected while also providing organisations with valuable feedback to improve services and patient care standards.
Early and effective complaint management can reduce the likelihood of escalation, reputational damage, regulatory scrutiny, or legal disputes while supporting a culture of accountability and improvement.
Participants typically develop skills in communication, conflict resolution, active listening, professionalism, documentation, and managing challenging conversations in healthcare environments.
Proper complaints management supports compliance with HSE procedures, patient rights standards, risk management practices, and broader healthcare governance obligations within Irish healthcare organisations.
